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Kempinski is the oldest European luxury hotel management group. This uniqueselling point attracts investors and customers from around the world alike.
But what about our internal customers?
Internal training and development leaps the huge barriers that encumber external training. Internaltraining reflects a solid knowledge of the organization’s culture.
- Susan M. Heathfield -
This is why Kempinski has tapped into the years of experience, skills andknowledge of its 20.000 employees worldwide!
Kempinski believes that there is potential for success in every person – so itdesigned Kempinski Essential! programmes (“refer to as E!”) directed towardsspecific departments and positions, to unleash that potential and create trainingand career growth opportunities for its staff. Conducted by Essential! MasterTrainers, who are identified internally and trained within Kempinski, theKempinski Essential! approach is indispensable in our people’s day-to-dayoperational work environment, be it on a hotel, regional or corporate level.
The E! Training approach also ensure that Kempinski’s expansion strategy over the next five years is supported appropriately, by setting up our hotels professionally at the highest quality level, as per Kempinski standards & requirements – in a timely, accurate & cost efficient manner.
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Hoteliers since 1897 - Kempinski Trains Kempinski
Kempinski’sParticipation Description Initiative
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Kempinski Essential! Training is... *
People oriented: All training is conducted by the Essential! Master Trainersand designed specifically to assist our Kempinski People in daily hoteloperations.
Personalised: All training is tailor-made according to each department’sindividual needs.
Distinctive & unique: Kempinski’s trainings are unique in the hospitalityindustry. We provide support and service to existing teams and pre-openingteams onsite, in order to ensure smooth, timely and professional openings fornew properties. Trainings are designed to uphold Kempinski standards andmaintain a minimum Leading Quality Assurance score of 85% throughout ourworldwide portfolio.
Management know-how: Trainings are designed by in-house specialists inthe respective departments, to ensure they best reflect our business &strategy.
Financial Performance: Kempinski’s E! Front Office, Reservations andEvents & Groups Training Programmes include both, standards and HotelSpecific Application & System trainings. Our Kempinski Master Trainers areable to train staff directly to our standards and requirements, removing theneed for external trainers unfamiliar with Kempinski.
* inspired by Kempinski’s Vision & Mission
02Kempinski’sParticipation Description Initiative
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Management ProceduresE! Training programmes are used for pre-openings, Hotel Specific Applications & Systems & general training sessionsE! Master Trainers deliver these training sessionsE! Training programmes are based on departmental policies & procedures
Recruitment & staff motivation Employees can travel to other countriesEmployees can learn about other culturesStep in their Kempinski career pathE! Trainers are officially certified by Kempinski
Internal Organisation Policies & Procedures for E! Training programmesWe develop internal specialised E! Master TrainersIndividual Master Trainer AgreementFully trained employees (From Management to Line Staff)Organisation of all E! Trainings worldwide is done by Head of E! Training
Professional training Best knowledge about job & Kempinski as a company and its brand promiseHotel Specific Applications & Systems (if systems applicable)
Delivered as per Kempinski Standards
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Affected Areas
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What are the main innovative aspects and the main advantages?
Full E! programme list (catalogue) (Appendix 3a)
Internal training programmes Our knowledge, know-how
Kempinski Master Trainers Professional & internal knowledge
Successful openings & trainings of our newly opened hotels
ROI (no external trainer cost & external programme/developement costs!)
Quality strong measurement of success of Master Trainers & Essential! Training Programme implementation
Multilingual E! Master Trainers (throughout ALL regions!)
Multilingual programmes (available in different languages, such as English, Mandarin, Arabic, French & German)
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Innovative Aspects
Kempinski’sParticipation Description Initiative
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Who introduced the initiative?Corporate Training Team with pilot of Corporate Reservations & Revenue Management Team
When was it developed and implemented?1st E! Training Programme was developed and piloted in 20081st E! Training Programme was launched in 2009 (E! Reservations)1st E! Master Trainers developed in 2009
What are the main advantages of this initiative?Professionally internally trained staff, as per Kempinski StandardsQuality increase = revenue increase (where applicable)ROI (No Costs for Kempinski Hotels S.A.) - limited costs for Hotels
Which staff categories are concerned?ALL! – including Board Members (E! Pathfinder – People Management Software)
Did you use external partners to develop the programme?All content & formats provided and developed by Kempinski Hotels S.A.
How many structures are concerned?All levels of employees are involved
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Objectives & Scope
Kempinski’sParticipation Description Initiative
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…and what is included?
Training takes place from 3 to 6 days depending on the programmePowerpoint presentations during the trainingTraining DEMO Test Hotel on Hotel Specific Applications & Systems during training (where applicable)Participants receive their own workbook for notesManuals + Policies & Procedures + Trainers session plan / notesStep by Step guides for Hotel Specific Applications & Systems usage Practice exercises E! are based on the KEMPINSKI STANDARDS and as per our usage!All E! Programmes are developed in modules – which allows the team to practice specific modules – whenever there is a need for them
Specific programmes are at a ONE-TIME License fee which the Hotels need to pay to Kempinski Hotels S.A.
(between EUR 500 – 3,000 depending on the programme)Hotels with an internal Master Trainer are exempt
E! Trainings can only be delivered by E! Master Trainers (experts in our Hotels –who have received special training) or by the Head of E! Training
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What does an Essential! Programme look like?
Kempinski’sParticipation Description Initiative
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What does an Essential! Programme look like?
Powerpoint presentations
Developed in individual modules+
Hotel Specific Applications & System Training (if applicable)
Programmes are available in different languages!
Kempinski’sParticipation Description Initiative
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What does an Essential! Programme look like?
Workbooks for participants
Kempinski’sParticipation Description Initiative
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What does an Essential! Programme look like?
Training Session Plan is available for the Trainer as a training reference guide
Kempinski’sParticipation Description Initiative
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…and many more documents, such as „Games, Step by Step Guides“ etc…
Every employee in Kempinski is entitled to participate.
From Line Staff to Kempinski Board Members
Examples:
Agents Front Office E! Front OfficeRoom/Public Area Attendant E! HousekeepingSteward E! F&B – ServicePeople Services Director E! People ManagementGeneral Manager E! ManagementBoard Members E! Pathfinder
(People Management Software)
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Who can take part in an Essential!Training?
Kempinski’sParticipation Description Initiative
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Which implementation procedure should be used when developing the concept for the hotels?
The Kempinski Training department ensures that internal Hotel Training Managers, Hotel Departmental Trainers and specialised Essential! Master Trainers are trained and supported during our specialised training workshops:
All Hotel Training Managers are trained on Fundamental! programmes and receive refresher training on Essential!programmes
All Essential! Master Trainers and Hotel Departmental Trainers are trained on how to train!
Essential! Master Trainers are trained on the specific E!programme! (after having been trained on “Train The Trainer”)
What are the scope and deadline of the sessions and programmes of necessary training?
Ongoing – otherwise reduced quality, standards and motivation
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The Kempinski Training approach
Kempinski’sParticipation Description Initiative
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KempinskiFundamentals!
Minimum required training sessions
per employee - General Trainings
(Orientation, Grooming, Telephone,
DNA, etc…)
Training Manager
KempinskiEssentials!
Minimum requiredtraining sessions
per position / dept.- Job / Dept. specific!
(Essential! Resv.,Front Office, Hskp,
Sales, F&B, etc)
Master Trainer
KempinskiWorks!
Operational ongoing & on the job training
and follow-up
(Policies & Procedures, Quality Mngmt tools,
LQA)
Dept. Trainer & Corp. & Reg. Trainer
People TrainingVision & Mission
3 Pillar Approach (Appendix 2)
Kempinski’sParticipation Description Initiative
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Development of internal Trainers at the“Trainers’ Academy“
Development of allTraining Programmes & Tools
Training our People Worldwide
Departmental Trainers are training their own teams
Corporate Office
Regional Trainers
Essential!Master Trainers
HotelTraining Mgr
HotelTraining Mgr
HotelTraining Mgr
Essential!Master Trainers
HotelDept. Trainer
HotelDept. Trainer
HotelDept. Trainer
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Internal Training Organization
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The Essential! Training approach
Development of allTraining Programmes & Tools
Essential! Master Trainers train the “Hotel people”
Corporate Office
Regional Trainers
Essential!Master Trainers
HotelTraining Mgr
HotelTraining Mgr
HotelTraining Mgr
Essential!Master Trainers
HotelDept. Trainer
HotelDept. Trainer
HotelDept. Trainer
Essential! Master Trainers are developed and trained by
Head of Essential!
Team TeamTeam
What is the total cost of the implementation?
E! Training programmes have limited implementation costs (only in-house salaries) as they are built in-house, by the Head of E! Training programmes in combination with the respective Corporate Heads of Department.
What procedures are used to control and evaluate the project?
Within the “WORKS!” programmes, the Kempinski Training Department evaluates the “ESSENTIAL!” trainings by undertaking and ensuring regular:
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Costs & Control
AuditsMystery Call ProgrammesQuality Assurance Programme (LQA)Policies & Procedures are in placeCustomer Satisfaction SurveyEmployee Satisfaction Survey
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External vs. Internal training (example of training in Europe) What does the training include and what are the costs?
E! License Fee (Full Training Material, refresher trainings – anytime and at no additional costs) 1,500 EUR
Kempinski Policies
Kempinski Procedures
Kempinski Standards
Hotel Specific Applications & Systems
How long does the training take? 4 – 6 days 2 - 3 days
Trainers Costs 1,000 EUR 3,000 EUR
Travel Costs (including arriv. and dep. day) 400 EUR 2,400 EUR
Languages (training and material in all KI spoken languages)
TOTAL 2,900 EUR 5,400 EUR
More detailed statistics are available upon request!
Costs / Advantages / ROI
Topic KI Master Trainer External Trainer
How do we inform staff about this initiative?
Strong internal E! Marketing (Logo – Folders – Pins – Posters, etc) in order to create visibility
Sharing Quality Management results in order to motivate the teams & hotels (benchmark works everyone wants to be the best)
Participants receive E! Pins and Certificates signed by our President & CEO
Quarterly articles about newest E! Trainings in our Worldwide Kempinski Staff News – including articles by staff and trainers and training session photos
Our President & CEO Mr. Reto Wittwer and our Chief Operating Officer Mr. Duncan O‘Rourke personally call the teams and people who reached the quality goal (>= 85%) to congratulate them
Sharing E! Training Information during our monthly Worldwide General Managers Conference Calls
Kempinski’s Training Catalogue (Appendix 3a)
What is the staff response?
see additional Essential! Evaluation Forms (Appendices 5a – 5b – 5c – 5d)
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Internal Essential! Marketing
Staff loyaltyWe support our staff through our corporate culture of by ensuring they receive necessary, frequent and ongoing training, so that they can find their own career path within Kempinski
Staff motivationEssential! has become a part of our training cultureVisibility within the companyTravelling possibilities Being part of a new openingRecognition of their work
Good social spiritNetworking Sharing best practices Helping each other (and other cultures & people)
Brand awarenessInternal Corporate Department: “Essential!”Our Kempinski values & brand promise are embedded in all our training programmesProduct & brand knowledge through travel & regional training sessions
Quality improvement & business performanceDetailed statistics are available upon requestPlease see next slide for an extract
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Results & Impact
Kempinski measures all hotels individually, per department and its sub-departments.
Example: Front Office is measured overall, additionally measuring Check-In, Check-Out, Porter-In, Porter-Out, Rooming, Switchboard, Concierge, etc…
Kempinski measures not only the hotels’ results, but the Essential! Master Trainers’ results. After each training, the trained hotel teams need to deliver >= 85% in quality during the next Mystery Shopper.
Essential! Master Trainers have to be the “leaders” within our company and their performance is deeply analysed.
Our different Mystery Shoppers ensure that our hotels are tested several times a month, in order to increase quality – which leads to higher satisfaction and more revenue income and opportunity (i.e. Reservations Mystery Call Programme).
Some results are shared on the next slides, feel free to contact us anytime for further information!
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Measurement
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2009 72.2 %
2010 76.8 % + 4.6%
Until July 2011 87.3% + 10.5%
Kempinski LQA results – E! Trainings
2009 74.9 %
2010 79.0 % + 4.1%
Until July 2011 85.4% + 6.4%
2009 71.2 %
2010 79.6 % + 8.4%
Until July 2011 85.1% + 5.5%
Front Office Overall – All Kempinski Hotels Worldwide
Reservations Overall – All Kempinski Hotels Worldwide
Housekeeping Overall – All Kempinski Hotels Worldwide
Improvement of quality - (few examples)
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LQA Reservations - THE STAFFORD London, by Kempinski
94
79
70
75
80
85
90
95
100
16/03/2010 22/10/2010
% L
QA
Res
ults
LQA Reservations - Le Mirador Kempinski Lake Geneva
7979
86
100
70
75
80
85
90
95
100
22/11/2009 01/03/2010 10/10/2010 18/04/2011
% L
QA
Res
ults
-Take over of Hotel on February 2010-E! Training done on July 2010
-1st Training ever at Le Miradoron E! Reservations, February 2011
Benchmark – 85%
Benchmark – 85%
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Measurement of our E! Master Trainers
(a few examples showing some of the hotels’ results BEFORE (2010) and AFTER (2011) the E! Training was delivered by E! Master Trainers)
Marc Feller
Reservations – Le Mirador Kempinski Lake Geneva
79.4%After training
100%
Sascha Seefried
Reservations – Kempinski Hotel Mall of the Emirates Dubai
74.7%After training
90.4%
Laura Clavero
Front Office – Falkenstein Grand Kempinski Königstein Frankfurt
76.5%After training
93.1%
PeggyLiu
Front Office– Kempinski Hotel Beijing Lufthansa Center
66.7%After training
90.5%
Stanislava Krasteva
Housekeeping– Hotel Baltschug Kempinski Moscow
60.8%After training
92.2%
ThaferAlhashlamoun
Housekeeping– Kempinski Hotel Ishtar Dead Sea
78.6%After training
97.7%
More detailed statistics are available upon request!
Trainer Department – Training Hotel 2010 2011
Business Performance – Year 2011
How long does the initiative last?
Training is ongoing!Existing E! programmes are updated on a regular basisCreating new required E! programmes Regularly training and developing new E! Master TrainersSince 2011, this training is mandatory for all new Kempinski openings, as per hotel’s Management contract
Are you planning to go further with an additional or complementary stage?
Started to undertake training for Shaza HotelsStarted to undertake training for the Global Hotel Alliance (GHA)Request from BMW to help develop a programme and train their people
To which extent is this initiative a part of your communication strategy?
Worldwide GM & President callsFixed chapter within our staff communication Operations mission is to go from “Good to Best”Training benefits & programmes are pro-actively introduced during
the recruitment processnew hotel acquisitions
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Persistence
Have you reached all the goals that were set?
Training is a culture and not a one stop shop!
Training is ongoing
Training is evaluating and moving on
Revenue income of training programmes
Goal was set to 0 €uro
Achievement so far is 272,500 €uro
(Specific E! Programmes are only available at a one-time fee, to be paid by the Hotel to Kempinski Hotels S.A.)
1st E! Training programme will be available in an e-Learning format (E! PCI DSS) as of November 2011 – Future programmes will be developed in an e-Learning format
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...our Goals!
IFH – Institute for Hospitality Management
What?Mystery Call Programme for ReservationsMystery Call & Shop Programme for Events & Groups
EnsuresConsistency of Kempinski StandardsConsistency of Quality
LQA (Leading Quality Assurance)
What?Full Hotel checks on Operations & on all Kempinski & International Hospitality Standards
EnsuresConsistency of Kempinski StandardsConsistency of additional International StandardsConsistency of Quality
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Partnerships
High credibility as Kempinski trains Kempinski
Career opportunity within Kempinski (step in their career path)
Getting to know new people
Learning about other cultures & hotels (travelling)
Experience Hotel pre-openings
Networking – sharing best practices
Visibility within the company
Acquiring training skills
Becoming specialist in their respective “departmental areas”
More frequent training due to lower costs
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Staff Benefits
Personnel turnover
Since Kempinski Hotels introduced the E! Training programmes and the related E! Master Trainers in 2009,
62 E! Master Trainers have been so far developed worldwide….and more to come!
21 have been promoted to HOD (Head of Department)
3 have been promoted to EAM (Executive Assistant Manager)
6 have been promoted to a Regional / Corporate Position
+ 143 E! Master Trainers for “PCI DSS” compliance(Payment Card Industry & Data Security Standards) (Appendix 6)
Becoming an E! Master Trainer became a step in the internal career development plan
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Staff Loyalty
Marc Feller (with Kempinski since 1998)
2008 Corporate Revenue Manager 2009 E! Reservations Master Trainer – Head of Reservations2009 Corporate Director of Revenue Management2010 Corporate Director Essential! Training Programmes
Alexander Muttscheller (with Kempinski since 2007)
2008 Revenue Manager (Dubai)2009 E! Reservations Master Trainer2009 Corporate Director of Distribution & Central Systems2010 Corporate Director of Distribution & Revenue Management
Carsten Seubert (with Kempinski since 2006)
2008 Events & Groups Manager (Munich)2009 Events & Groups Manager (Corporate)2010 E! Events & Groups Master Trainer2011 Executive Assistant Manager (London)
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Staff Loyalty – Advancement to Senior Positions(a few examples)
Peggy Liu (with Kempinski since 1995)
2009 Front Office Manager 2010 E! Front Office & Housekeeping Master Trainer2010 Regional Director of Training China
Laura Clavero (with Kempinski since 1999)
2009 Assistant Front Office Manager (Dubai)2010 E! Front Office Master Trainer2010 Front Office Manager (High Tatras)2010 Rooms Division Manager (Bratislava)
Sina Scholz (with Kempinski since 2007)
2008 Revenue Manager (Munich)2009 E! Reservations Master Trainer2009 Director of Revenue Management (Munich)2010 Director of Revenue Management (Bangkok – Preopening)2011 Regional Director Revenue Management Germany
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Staff Loyalty – Advancement to Senior Positions(a few examples)
Matyas Bak (with Kempinski since 2008)
2009 Reservations Manager (Budapest) 2010 E! Reservations Master Trainer2010 Front Office Manager (Bansko)2011 E! Front Office Master Trainer
Chris Xue (with Kempinski since 2007)
2007 Reservations & Assistant Revenue Manager (Urumqi)2010 E! Reservations Master Trainer2010 Revenue Manager (Souzhou)2011 China Regional Revenue Manager
Pia Stassen (with Kempinski since 2008)
2009 Corporate Rooms Division Director2010 E! Front Office Master Trainer2011 Vice President Rooms
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Staff Loyalty – Advancement to Senior Positions(a few examples)
Kempinski is expanding fast
Kempinski will recruit and promote over 18.000 employees in the next 5 years
Kempinski is a mid-sized company with limited financial training resources
Kempinski has over 114 years of European Luxury Hotel Management experience, skills and knowledge
Kempinski realizes that internal training benefits trainers and learners alike
Kempinski….trains Kempinski!
Conclusion
Marc FellerCorporate Director of Essential! Training Programmes
c/o Kempinski Hotels S.A.28 Boulevard du Pont-d‘ArveCH – 1205 Geneva, Switzerland